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12. TECHNICAL SUPPORT

1

 Objective

Obtain a Managers position were I can exercise my technical and leadership Skills.

Experience

Technical Support Manager
************************* 1998 to Present

  • Manage and direct 70 Technical Support Representatives.
  • Evaluate employee performance
  • Produced Training
  • Curriculum For Level I, Level II.
  • Maintain Technical Support Department Knowledge Base.
  • Training Instructor, technical product training.
  • Set expectations and goals for department and individual staff members
  • Deployed strategies to improved customers Service levels From 50% to 98%
  • Developed matrixed reports and department standards
  • RF signal diagnostics using SNMP and HP OpenView.
  • Represent Tchnical Support Department in Change Control process.
  • Restructure and implementation of call center scheduling, management teams, process and procedures.
  • Responsible for Provide Technical Support via email and telephone to Broadband Internet Access clientele.
  • Developed process and procedures for The technical support Department.
  • Provided direction for a outsourced technical call center.
  • Email migration support and InterMail Administration.

    • Level II Technical Support
    ************************* 1997 to 1998

  • Developed Level I to Level II escalation process
  • Developed incoming customer call legend
  • Managed all aspects of the RMA process
  • Resolved escalated customer issues.

    • Productions Control Manager
    ************************* 1994 to 1997

  • Developed ISO approved standards for the Production planning and Shipping departments
  • Implemented MRP production "Cost & Planning"
  • Software Coordinated all Far East Drop shipments
  • Arranged production Schedules for 70% of the companies revenue

    • Relevant Skills

  • Center For Leadership Excellence, Performance Edge Workshop (Management Training)
  • Managing fundaments of Aspect Switch (certified)
  • Managing a Technical call center (certified)

    • 2

     OBJECTIVE

    Windows NT or Unix IT system support position.

    EDUCATION

  • BSBA, Information Sys. & Qualitative Analysis
  • Portland State University,
  • Portland, Oregon. December 1998.
  • BSBA, Marketing & Advertising Management,
  • Portland State University,
  • Portland, Oregon. June 1998.

    • EXPERIENCE

    July 2000 - December 2000
    *************************
    Cutomer Support Technician,

  • Involved in supporting the Early Look Program in its development and testing of the new HP DeskJet 990Cxi/Cse printer and drivers.
  • Helped customers with print driver installs on Windows 95, 98, ME, and 2000 using the USB or parallel port.
  • Investigated printer driver problems on different network topologies.
  • Analyzed customer issues to find resolutions or workarounds. ß Documented these resolutions for the inclusion to the worldwide knowledge database for Hewlett Packard.

    • May 1999 - June 2000
    *************************
    Technical Help Desk,

  • Provided technical customer service support for over 1200 stores and corporate associates over an Ethernet hub on a UNIX network.
  • Provided diagnostics support for incoming problems to call center.
  • Experience troubleshooting hardware / software problems on remote UNIX server network.
  • Using a SCO UNIX platform transferred application via satellite to stores.
  • Problem solving connetions to satellite and Ethernet hub on the network.
  • Manipulated and maintained files systems in relation to applications being run on the remote server.
  • Informed stores on appropriate store systems procedures.
  • Resolved or routed problems from corporate users to the proper workgroups regarding Windows 95/98, MS Office Suit, MS Internet Explorer, Outlook, hardware troubleshooting, and non-technical issues.

    • March 1999 - May 1999
    *************************
    Database Administrator, Y2K Conversion Team.

  • Prepared and maintained an Access database that was used to convert US West's computer system to be Y2K compliant.
  • Gathered inventory of all computers and printed daily reports for the Y2K conversion team, which they used to determine which computers would be converted over each night.
  • Provided daily status reports of progress of workstations completed.
  • Trained other DBA's team members to perform similar tasks.

    • June 1995 - November 1998
    *************************

  • Managed a retail location specializing in high-end watches, sales and customer service.
  • Provided customers with information and demonstration of products.
  • Trained and managed staff to perform daily duties.
  • Ordered and maintained inventory from specialty vendors.
  • Prepared payroll and bank deposits. Logged daily sales in a spreadsheet for quarterly analysis.
  • Computed expenditures for projection of labor hours and merchandise to be purchased for each quarter.

    • COMPUTER SKILLS
    Languages/ Application Packages:

  • Visual Basic / VB Script: Created an online Casino with a slot machine game, the GUI was created in MS Front Page with VB Script back end coding. The game allowed users to double their bet by making several bids to increase their chance of winning. The program also tallied all winnings and losses.
  • C++ / Visual C++: Created a GUI interface application in Visual C++, tat represented a list of the school inventory of computers and their features.
  • Each entry was linked with a bitmap of the computer and a summary of systems components.

    • Database Applications

  • Access 97 / SQL: Created a database for a movie rental company in MS Access using Macros and a Switchboard. The database was designed in front-end Access 97 and back-end in SQL. The GUI was set up so any employee could operate the system and it allowed customers to rent a video and return it. It also allowed users to look up movies in the database as well as other embedded features.
  • Oracle Designer 2000: Ran SQL commands in free format mode. Created entity relationship models and designed relational schema's to conceptualize the database.

    • Operating Systems

  • Windows NT, Window 95, Windows 98, Windows ME, Windows 3.X - 6 years experience installation setup.
  • SCO UNIX

    • Platforms,Hardware,and Networking

  • Setup and troubleshoot HP JetDirect print serves: HP 170x, 300x, and EX plus.
  • Installed and troubleshoot hard drives, memory, printers, and other hardware components
  • Setup and troubleshooting of POS & terminals and connection to in-store Ethernet hub.
  • Troubleshooting internal bus cards, hardware connection, and peripheral problems on remote network servers.
  • Hewlett Packard: LDPRO, LCII, LCIII, LC IV, Kayak UX Compaq Prosignia 500; IBM PS/2.
  • Troubleshooting Hughes Satellite Network PES System hardware error codes and connections to server.

    • Computer Applications:

    Microsoft Office 97 & 2000, Front Page 97 & 2000, Microsoft Works 4.5 &5, Outlook 98, Netscape Communicator 4.5, WinZip, FTP/ FTPMail, MS Project, Platinum Auto Answer, Rumba Walldata, Paint Shop Pro 6, Norton Anti Virus 5.0, Norton Ghost 6.0

    PROJECTS

    Preliminary Investigation Study: The report investigated the feasibility of implementing a scanning device to track users activity and to check whether users were allowed to enter the Portland State University, Schol of Business computer labs or not. This report included systems requests, DFD, time and cost analysis, expected benefits, and Gantt charts. The project was presented to the IS department, which later implemented a system that prevented non-business students to enter the computer lab. This created more open workstations for business students and subsidized the School of Business expenditure for more computers.

    ACTIVITIES

  • Member of the Information Systems Student and Alumni
  • Participated on student committee, Big Splash Promotions. Committee promoted Saturn vehicles for the local Saturn dealerships Association. Responsibilities included: Solicited and securing corporate contributions and donations for a local civic event. Responsible for budget committee.
  • Volunteered at Maria Lupas Adult Care Home (1996 - 1999).

    • REFERENCES AVAILABLE UPON REQUEST

    3

     TECHNICAL SKILLS

    Win95/98/2000, Microsoft Word, Excel, PowerPoint, Access, Outlook, Frontpage, Lotus Notes, HTML, Netscape, Microsoft Internet Explorer, eGain (email management), DevTrack (bug tracking), ccMail, Eudora, GoldMine, various online services

    WORK EXPERIENCE

    ************** (1999-2001)
    Technical Support Manager

  • Developed Customer Support Helpdesk from inception
  • Hired, Trained and Managed Team of 3 Support Representatives
  • Implemented processes and procedures for Customer Support Representatives
  • Provided timely resolutions to customer inquiries
  • Identified, replicated and escalated non-resolved defects to Engineering for resolution
  • Tracked progress on defects and reported this progress to the appropriate Campus Relations people
  • Developed regular reports summarizing activity level for Tech Support
  • Developed regular reports summarizing common issues and resolutions for Tech Support
  • Specified tech support ehancement requirements for backend administration
  • Worked with Marketing/Creative Services on developing more customer-friendly language for the commonly asked questions
  • Reported to Marketing consistent problems for consideration in future updates/enhancements
  • System Administrator for email management software (eGain)
  • Created knowledgebase for frequently asked questions from both external users as well as internal staff
  • Managed QA for site specific customizations

    • ************** (1997-1999)
    Team Leader, Seeker Services (1999)

  • Interviewed, hired, trained, and managed Team of 8 employees
  • Maintained database for all phone inquiries, suggestions and success stories
  • Maintained Trouble Ticket (email database) for Seeker Support
  • Created and delivered regular updates on the type and volume of consumer support issues
  • Pro-actively identified trends in the nature and volume of inquiries and notify Product Management
  • Worked with technology, telesals, creative, marketing and product management departments to fix errors, change current setup, and develop new online pages
  • Monitored proper phone etiquette and perform coaching sessions
  • Reported bugs with site and perform QA on new features
  • rovided overview of Seeker Support Department during monthly trainings of new company employees

    • Customer/Technical Support Specialist (1998-1999)

  • Handled incoming support questions from consumers via email and phone
  • Practiced excellent consumer relations and communication skills in resolving problems
  • Helped consumers create online resumes, perform job searches, create job search profiles, and apply to jobs
  • Re-directed incoming e-mail to correct departments
  • Worked with technology, telesales, creative, marketing and product management
  • epartments to fix errors, change current setup, and develop new online pages
  • Performed web development for consumer support pages, including help pages and online feedback forms
  • Assessed and address needs of deprtment

    • Account Coordinator/Customer Support (1997-1998)

  • Provided support for 2-4 Account Managers with regards to selling needs
  • Reviewed, edited, posted, and invoiced daily job postings as well as company profiles
  • Maintained notes and company contacts in GoldMine
  • Utilized Eudora for correspondence with customers
  • Answered technical support questions for customers as well as give 'tours' of Monster.com
  • Serviced external clients to ensure recruitment needs were met
  • Trained new employees on company products and procedures, including Siebel

    • ************** (1995-1997)
    Research Assistant/Administrator (1997)

  • Assisted the Director of the Information Analytics Department
  • Performed extensive web searching on electronic commerce
  • Created numerous PowerPoint presentations
  • Created flow charts, spreadsheets and maintained Lotus Notes

    • Administrator (1995-1997)

  • Administrative support for the Content/Editorial Department
  • Processed xpense reports, bills and vouchers
  • Maintained department libraries and supply cabinets
  • Utilized Lotus Notes and Meeting Maker to schedule daily use of employee conference rooms
  • Provided switchboard coverage and made travel arrangements

    • **************(1995)
    Smoking Cessation Coordinator

  • Facilitated smoking cessation groups for adults using behavior modification and education
  • Resource to youth networks across state of MA
  • Submitted monthly reports to Department of Public Health in order to maintain funding
  • Performed screening and interviewing of potential group members

    • EDUCATION

    University of Portland, Portland, OR M.S. in Community Counseling, May 1994
    SUNY Binghamton, Binghamton, NY B.A. in Psychology, December 1990

    4

     CAREER OBJECTIVES

    Seeking a challenging nd responsible career as a Sr. Technical/Network Support Engineer/Manager.

    EXPERIENCE

    Designed, built, administered, and supported numerous NT and Novell Networks from the ground up. Setup Email and Internet Access for numerous companies. Designed and managed the DTC website at: www.datatechnology.com. Provided technical support, customer service, on-site service, product engineering on evaluation units, and computer repair on IBM PC/XT/AT/386 486/Pentium/Pro/Pentium II/III/4/K5/K6/K6-2/K6-3/K-7 compatible systems. Established customer service and technical support procedures at several companies. These policies resulted in reduced call-backs, decreased phone wait times, and decreased complaints to almost zero. Trained, directed, and managed up to 7 support engineers at various companies. Wrote Technical Support documentation for all DTC products on the website and in their manuals. Wrote most of SyQuest Faxback documentation. Wrote system manuals for Elech Reseach Inc.

    SPECIAL SKILLS

    Excellent communication skills and able to learn new skills quickly. Able to work effectively in group situations or individually. Rapid troubleshooting of software and hardwareproblems with accuracy. Created my own Novell and NT Network with Gauntlet NT Firewall at home with 2 workstations (Windows98) and 3 servers (1) Novell 4.11 and (2) NT 4.0 servers (1) Gauntlet Firewall and (1) PDC with Microsoft Internet Information Server 4.0 running SQL server as database for the webserver. Had Pacbell install High Speed DSL line at 1.5Mb/sec transfer into my home for education purposes. Designed, built, installed, cabled, administered, and supported several NT Networks from the ground up. Used Wingate Proxy server to add internet and email to those job sites. Mirror drives in NT for data redundency. Added Anti-Virus protection for security of data integrity. Acted as Consultant to some outside projects and company's. Upgraed and repaired numerous systems for several companies and individuals.

    HARDWARE & SOFTWARE
    Hardware

    Used: IBM PC/XT/AT/386/486/Pentium/Pro/Pentium II/III/K5/K6/K6-2/K6-3/K-7 compatible computers, and peripherals, Multimeters, Oscilloscope.

    Software

    Used: MicroSoft Office Pro 95/97/2000, Word, Excel, PowerPoint, Access, Netscape, Eudora, Internet Explorer, AutoCAD, Norton Utilities, Checkit Pro, QAPlus, Paradox, Adobe Photoshop 4/5, Adobe Pagemaker 6.5, Corel Draw 6/7, Mdaemon Email for NT, Wingate Proxy Server, Wildcat BBS 4.0/Winserver 5.0 for 95/NT, Fax-it-Back, HTML.

    Operating Systems:

    PC/MS DOS up to 6.22, OS/2 up to v4.0. Windows 3.1/3.11/Workgroups Windows95A,B,C/Windows98&SE/WindowsNT 4.0 (workstation and server). Windows2000/Novell 3.12/4.0/4.1/4.11/5.0. Gauntlet Firewall for NT.

    EMPLOYMENT HISTORY

    5/00-Present Visualize Video Corp., 224 Airport Pkwy., San Jose, CA 5110 Technical Support Manager in charge of Quality Assurance and some Engineering projects such as Administration tools development using HTML, ASP, and Javascript. Developed a corporate strategic plan for support of entire network including web servers, mail servers, and video servers all the way to the end-user level. Designed, coded, and implemented technical support website using HTML, ASP, and Javascript. Wrote all documentation for that website. Created on-line forms using ASP for Technical Support. Managed a QA team of 3 people for product development and testing.

    8/99-5/00 ****************
    Started as Sr. Technical Support Engineer and became Sr. Technical Support Engineer Lead in 7 months. Participated in starting a Technical Support Group from the ground up, interviewed potential candidates, with input on their capability and compatibility to the new group based on experience, knowledge, and personality. Wrote technical documentation on all support email templates, support website, and internal intranet. Compiled training material and participated in training of first level and 2nd level support engineers. Designed, coded, and implemented technical support website in .ASP and .SHTML. Managed 1st tier and 2nd tier Technical Support Engineers on muliple assignments. Project based assignments completed on Schedule. Participated in design, implementation, and administration of KANA email system to respond to mass emails in support. Backup System Administrator for our support domain. Trained engineers on the tools to create, modify, and delete email accounts.

    10/95-Present ****************
    Started out as the Sr. Technical Support Engineer and became the Technical Support Manager after 3 months. Implemented major changes to improve communication between support personal and customers. Improved customer interface using our InterNet website E-mail, BBS, & Faxback Support in addition to phone support. Added and improved documentation by rewriting many manuals by Technical Writing with Adobe Pagemaker. Implemented, updated, and managed our website www.datatechnology.com and added many webpages using HTML and used Adobe Photoshop for graphics to the support section of our website. Provided Senior level Technical Support to customers via phone, fax, and email. Provided Sales Support to our distributors and OEM customers. Contacted major manufacturers and vendorsof PC peripherals to perform compatibility testing and application engineering. Designed, built, administered, and supported DTC (3) NT server and (1) Novell server network from the ground up. Added Gauntlet Firewall for NT for Internet Security. Added and updated regularly Anti-Virus software and tables to workstations on the Network. Added Ethernet backbone support for the existing PICK system for accounting. Setup and added Internet Email via (1) NT server using Mdaemon fo Windows NT email software. Added VPN using Microsoft VPN for PPTP connections to our NT server. Contacted ISP and other equipment vendors and priced the most economical solutions. Acted as MIS support contact for internal users as well as Technical Support functions. Documented service on all systems on the Network. Acted as Facilities Manager and brought in critical service from vendors on our Security system as well as our phone and voicemail systems. Provided insight and made decisions on those systems. Help coordinate a major company move last year. Administered our Cortelco Voice Mail System, and learned programming of our Phone system PBX. Security System Administrator using Bay Alarm Company.

    08/95-10/95 ****************
    Technical Support Engineer providing Pre-sales and phone customer support.

    02/95-08-95 ****************
    Technical Support Engineer providing customer support and Pre-sales via phone. Rewote almost the entire Faxback documentation and added many support docs via Technical Writing. Compatibility Testing with major SCSI manufacturers. 05/93-12/93 TwinHead Corp., 1537 Centre Point Dr., Milpitas, CA 95035 Technical Support Engineer providing customer support and Pre-sales via phone. Performed Product Testing on Evaluation units.

    12/91-09/92 ****************
    Technical Support Engineer providing Pre-sales and phone customer support. 09/90-12/91 Blackship Computer Sys., 4031 Clipper Ct., Fremont, CA 94538 Technical Support Engineer providing Pre-sales and phone customer support.

    06/88-06/90 ****************
    Technical Support Engineer providing customer support and Pre-sales via phone. Performed On-Site Service and Repair to local customers. Became Technical support Supervisor after 3 months. Acted as Liason for our On-site Service Company. Performed Product Testing on Evaluation units. Compatibility Teting with major PC periperal manufacturers. Performed some Technical Writing on Manuals for systems.

    EDUCATION & TRAINING

    Brown Institute A.S. Degree in Electronics and Computer Technology.
    Merced College A.A. Degree in General

    Education

    Major:Electronics, Minor:CS. Atwater H.S. High School Diploma.

    5

     OBJECTIVE:

    To obtain a challenging position that will both utilize and strengthen acquired technical and communication skills while providing an opportunity for career growth.

    PROFESSIONAL SUMMARY:

    Customer Services oriented professional with over sixteen years of strong performance in customer technical support. Successful services provided through strong interpersonal and communication skills, complimented by extensive technical, poject management and productive team environment skills.

    EXPERIENCE:

    McDermott, Will & Emery, Chicago, IL 1997-Present
    Desktop Support/Procurement Specialist

  • Hardware and software support of 350+ users.
  • GHOST imaging of desktop computers to company standards.
  • Configure computers for network connectivity both in-house and remote.
  • Test, install and maintain network computers and their peripherals.
  • Software and hardware installation, maintenance and upgrades.
  • Troubleshoot and coordinate the repair of all desktop computers.
  • Provide desk-side support for users by way of Help Desk trouble tickets.
  • Coordinate all purchasing for the IS Department.
  • Communicate with all Department Managers in regards to supply ordering.
  • Cross-reference all invoices as received from suppliers to ensure accuracy

    • Premier Services, Markham, IL 1992-1997 Desktop Support/Procurement Specialist

  • Hardware and software support of 200+ users.
  • GHOST imaging of desktop computers to company standards.
  • Configured computers for network connectivity.
  • Software and hardware installation, maintenance and upgrades.
  • Troubleshoot and coordinate the repair of all desktop computers.
  • Provide desk-side support for users.
  • Coordinate all purchasing for the IS Department.
  • Kept constant communication with Office Manager in terms of purchasing.
  • Cross-referenced all invoices as received from suppliers to ensure accuracy.

    • PROJECTS:
    PC Program - Coordinate the replacement of over 175 users' desktop computers to laptop computers, including the transfer all existing programs and data. Provide orientation and on-going support of new system. Maintain database of all newlaptops and existing desktops. Remote Access Program - Established a schedule and implemented the configuration of existing laptops for remote network capabilities. Configure dial-up networking and test remote access functions. Provide weekly classroom training in remote network access functionality, including file access and remote e-mail access. Loaner Laptop Program - Maintain a pool of working laptops for users on an "as needed" basis. Provide individual configuration of laptops for remote file and e-mail access. Developed database for monitoring loaner laptop requests and returns. Established system to ensure timely handling of laptop requests.
    SOFTWARE: . Windows '95 - 2000, Microsoft Office '97 - 2000, MS-DOS, Lotusnotes, GHOST Explorer, WordPerfect, and CCmail
    HARDWARE: Dell OptiPlex GL, GS, and GX desktop systems, Dell Latitude and Inspiron laptop systems, Compaq desktop systems, HP laser printers, modems, tape drives and Zip drives.

    EDUCATION:

    Metropolitan Business College, Chicago, IL 1989-1990
    Courses of Study: Business Management
    Rich South High School, Richton Park, IL 1984-1988
    High School Diploma
    References Available Upon Request

    6

     Goal

    I hope to find a challenging Technical/Product Support position in the San Francisco. urrently I am only interested in full time permanent positions.

    PROFESSIONAL EXPERIENCE

    June 99 - Present Senior Technical Support Engineer, *******************

  • Provide high level of functional and technical support to Evolves new and emerging customers with product implementations, upgrades, patches and fixes (client and Server).
  • Troubleshoot data integrity issues using complex SQL queries.
  • Perform customer data migrations on SQL Server (6.5 and 7.0), Oracle (8, 8i and Solaris) RDBMSclient-server systems and hosted systems.
  • Setup local lab facilities to replicate, identify and resolve customer issues. Track reported bugs, defects and product enhancement requests. Conduct product release testing and QA.
  • Create and maintain technical support documentation and HTML troubleshooting FAQ's.
  • Support includes ServiceSphere all modules, SQL, SQL Server, Oracle, Solaris, Java Applets, Crystal Reports, and Microsoft IIS.

    • July 97 - June 99 Technical Lead, *******************

  • Senior support analyst for PeopleSoft's employees and contractors; additionally provided technical leadership to the first level Support Analysts.
  • Troubleshot NT 40, Windows 95 LAN/WAN network-related issues; server administration including DHCP, TCP/IP, RAS, ISDN and NT User and Server Management.
  • Developed and implement methods and procedures for the User Support Centers operations.
  • Support included PeopleSoft Technologies, Installation and Troublesooting of Siebel Products, SQL Server, MS Office Suite, Lotus Notes and Vantive.

    • Dec. 94 - Feb. 97 Funding Services, *******************
    Responsible for setting up a functional educational data review program for the Funding Services Unit.

  • Worked with the Resource Planning and Allocation Group with the development, creation and maintenance of databases for DIAND's funding programs.
  • This entailed budget analysis, data extraction and manipulation and the creation of various information management
  • systems for data dissemination.

    • Mar. 90 - Dec. 94 *******************
    The primary roll was to provide first level support to the companies PC and Macintosh users. Responsibilities included the implementation, maintenance and troubleshooting of PC, Macintosh and UNIX systems.

    EDUCATION / TRAINING

    I have received all required courses for MCSE certifcation. In addition to formal education and training, I have attended numerous Customer Satisfaction, Time Management and Leadership seminars and courses.
    1986 - 1988AAA British Columbia Institute of Technology (BCIT) - Degree - Computer Systems Technology (Intelligent Systems)
    1977 - 1981AAA Mackenzie Senior Secondary, Mackenzie, BC, Canada Senior Matriculation, grade twelve graduate
    Evolve Software, Inc.
    ServiceSphere (Resource Manager, Opportunity Manager, Delivery Manager) Oracle, SQL, Solaris, Microsoft IIS, JavaCrystal Reports
    Peoplesoft, Inc.
    Peoplesoft Technical Bootcamp
    PeopleTools
    SQL Server
    Learnix "unix for users"

    APPLIED SKILLS
    Software/Operating Systems, etc.

  • Microsoft NT 40, Windows 95,98, Macintosh and MS DOS
  • Java, Microsoft SQL Server, Oracle, SQLBase, Siebel, MS Access, Visual dBASE, Unix, HTML
  • Peoplesoft Technologies, PeoplTools
  • Microsoft Office, WordPerfect, Aldus PageMaker
  • Lotus Notes, Vantive
  • CorelDRAW, Visio
  • Lotus Notes Mail, Microsoft Outlook, WordPerfect Office
  • Netscape Navigator, Internet Explorer
  • Crystal Reports

    • Interpersonal

  • Positive work ethic and attitude
  • Strong verbal and written communication abilities
  • Decision-making and conflict resolution skills
  • Ability to work as an affective team member

    • 7

     SUMMARY:

    ************ 9/98-12/00:
    Tier II senior software support specialist for IBM, supporting the software and hardware desktop platform of several offices of the Lucent Technologies Corporation. Expert laptop and desktop software specialist.

    ************ 3/85-9/98:
    Desktop Support Team Leader for AT&T Mid-Atlantic. Re-image desktop and laptop PC's from Toshiba, NCR, Compaq other vendors. Download and create CD's with several OS platforms for support personne in Northeast Region. Upgraded users from UNIX mail to MS mail. Converted platform from MS mail to Exchange 4.0 and 5.0, using HP-Openmail and NT-Exchange mail. Performed UNIX system administration and network management for AT&T Sales force in the Mid-Atlantic area. Provided support for AT&T Business Communications Services Lotus Notes platform implementation. Performed Lotus Notes and Windows NT System Administration. Experienced in Microsoft LAN Manager. More than 15 years experience in UNIX, Wintel, and network system administration, installation, and configuration. Team leader for a group of technical managers covering the Mid-Atlantic area from 1990 to 1994, and prior to that for AT&T Federal Systems Business Automation platform. Provided UNIX, DOS, LAN and WAN support to a geographically dispersed group of technical managers. Handled all technical escalations, complex customer requests, UNIX system reconfigurations, consolidations, and support for TCP/IP, UNIX, Windows and DOS aplication software. Coordinator for platform software upgrades for the Mid-Atlantic region.

    HARDWARE/SOFTWARE:

    MS Windows NT server and workstation 3.51 and 4.0, Windows 2000, Windows 95,98, ME, MS Frontpage 97, 98, 2000, NT Domains, MS Office 4.2, 95, 97, 2000, Lotus Notes 3.xx, UNIX System V, VI, awk, fsdb, fsck, mount & unmount file systems, backups, MS LAN Manager, BSC/SNA, RJE, 3270, TCP/IP, UUCP, Commkit, Sync/Async Gateways, MS-DOS, MS-Windows 3.1, 3.11, Informix, X.25, LAN/WAN, PC/UNIX/MVS Sync and Async, Communications, ISC, FDDI, 3B2, 3B4000, 3B15, RS232, Intel, ISA, EISA, PCI.

    Work History

    9/98 - 12/2000
    *************, contracted to *************
    (Supporting the Lucent Technologies Account)
    Tier II Technical Support Specialist. Tier II Desktop Support Specialist for IBM, UNIX System V system administrator for 3 3B2-1000's and one NCR 3550. Expert at reinstalling Windows 95, 98, NT 4.0, Windows 2000, recovering user data from damaged systems, troubleshooting destops and laptops, correcting registry problems with regedit. Add users to NT resource domains, configure networks setups, troubleshoot TCPIP problems, and network printers. Manage IP lists for several offices. Deploy, maintain and reinstall Windows 95, 98, 2000 and NT 4.0 on the Lucent Technologies corporate platform. Maintain and troubleshoot Toshiba, Compaq, HP, IBM and Dell notebook, laptop and desktop computers. Support Microsoft Office products, Adobe, Hummingbird Exceed, McAfee Antivirus and many COTS and in-house software products.

    8/96 - 9/98
    *********************
    Technical Staff Member
    Deploy Windows 95, Windows NT 3.51 and 4.0 images to laptop and desktop PC's for Business Operating Units of AT&T. Provide CD-ROM copies of the images to team members in the Northeast and Mid Atlantic regions. Supported a diverse clientele of over 1,000 users in 20 locations with many different software requirements. Created and maintained division and district Web sites using Frontpage 97 and98 and IIS on NT 4.0. Team leader for AT&T Premise Desktop Services Mid-Atlantic. Maintain current images of infrastructure software, deploy to group as needed. Use Network General Sniffer to troubleshoot LAN, locate duplicate TCP/IP addresses, analyze results. Troubleshoot desktop software, install updated drivers, reinstall software. Reformat, reload and reconfigure.

    8/94 - 8/96
    *********************
    Business Information Services Network Platform Manager
    System Administrator for two NCR 3550 UNIX System V file/print servers running MS LAN Manager and 14 AT&T UNIX 3B2/1000 and 600's in the Mid Atlantic Region. Network management for AT&T Sales Force platform in the same region. Team member of the Lotus Notes Initiative for BCS, responsible for deploying NT servers, loading and configuring Lotus Notes. System Administrator for two NCR UNIX 3550 servers and 12 AT&T UNIX 3B2/1000's and 600's running UNIX System V Release 3. Network Administration using MS LAN Manager. HP Openail configuration and administration. Network management of AT&T Business Communication Services Business network.

    04/92 - 8/94
    *********************
    Sr. Telecommunications Services Manager/Team Leader
    Team leader for FTS2000 StarLAN contract for transport layer network. Team leader and Tier II support for Business Automation Platform sites at Hunt Valley Md., Linthicum, MD, and 5 sites in Pa, and Washington DC. Regional coordinator for StarLAN services implementation. Provided UNIX support for system administrators throughout the Mid-Atlantic area for the AT&T Business Automation Platform, consisting of 3B2 UNIX computers, 6544 Controllers (3270 compatible), XNA Network (X.25), Datakit CWAN Network, many different terminals, personal computers and printers.

    11/91 - 04/92
    *********************
    Area Platform Manager/Team Leader
    Team leader and manager of Federal Systems Business Application Platform. Managed seven technical managers supporting the BAP latform for AT&T Federal Systems while retaining technical responsibilities. Re-homed 4 regional Informix databases in Chicago, Denver, Philadelphia and Atlanta into one large database in Silver Spring, MD for AT&T Federal Systems. Worked with developer and regional system administrators. Devised and implemented method of remote access that ensured the change was transparent to users. Networking experience with TCP/IP, XNA and Datakit, ISN, LAN, WAN. Domain name server setup, UUCP over TCP/IP, remote execution with fiber optic Commkit software, 10base2, 10base5, 10baseT. Wrote and maintained UNIX shell procedures to execute overnight incremental and complete backups, produced reports on system usage, disk usage, orphaned processes, and others. Managed the implementation of StarLAN networks for several Business Units in the Washington DC area, programmed SmartHUBS and set up for remote monitoring. Created Informix databases, perform scripts and reports on UNIX System V.

    04/90 - 11/9
    *********************
    Specialist/Platform Manager/Team Leader
    Team Leader for group of 7 Platform Managers responsible for Systems Administration of 55 UNIX processors, 2 DataKit, one ISN, 40 6544 Controllers. First point of escalation for all outages. UNIX subject matter expert. Recommended system reconfigurations to customers. Team leader on systems project, project coordinator.

    04/88 - 04/90
    *********************
    Platform Manager
    Responsible for Technical Design, Analysis, Implementation, Security, Support, Operation and Administration of the Business Automation Platform. Unix administration, System V.

    03/85 - 04/88
    *********************
    Systems Technician
    Responsible for Installation and Maintenance of AT&T Microcomputer and Minicomputer DOS and UNIX Systems, LANs, Printers, Modems and Terminals, including software setup and configuration.

    EDUCATION/TRAINING

    Two years of college at Prince Georges Community College nd Maryland University in pursuit of a Computer Science degree. Training includes Windows NT 3.51, 4.0, Windows 95, Cabletron Spectrum Element Manager, Network General Sniffer, Microsoft Frontpage, Lotus Notes, HP-Openmail, TCP/IP, UNIX Systems Administration, Installation, Configuration, Performance Tuning,Shell Programming, StarLAN, StarGROUP, C Programming, Data Communications and Network Architecture, Modems, Terminals, Printers, Advanced UNIX, Protocols, Tektronix 834 data test set, Informix 3.0.

    8

     Objective

    To gain long-term employment with a stable company that will make use of my current skill set, and also allow me to learn and develop new ones.

    Experience

    2000 ****************

  • Technical Support Representative Tier 2
  • Assist clients with software insallation and Internet support via telephone.
  • Knowledge of commands and procedures involving ICMP tools for
  • troubleshooting network connectivity. (e.g. tracert and ping).
  • Knowledge of Commands discussed in the RFC for POP3.
  • Isolation of network related problems to properly escalate issues.
  • Identifying problems with Domain Service information.
  • Experience with implementation of TCP/IP based Networks.
  • Identifying unknown errors in an expedient manner based on prior experience.

    • 1998 - 2000 ****************

  • Technical Support Representative Tier 2
  • Functioning as Gatekeeper email technical support.
  • Technical writing for Kana server database.
  • Assist clients with software installation and Internet support via telephone.
  • Knowledge of commands and procedures involving ICMP tools for
  • troubleshooting network connectivity. (e.g. tracert and ping).
  • Knowledge of Commands discussed in the RFC for POP3.
  • Isolation of network related problems to propely escalate issues.
  • Identifying problems with Domain Service information.
  • Experience with implementation of TCP/IP based Networks.
  • Identifying unknown errors in an expedient manner based on prior experience.
  • Troubleshooting the Windows Operating Systems as well as Macintosh.
  • Assessing hardware/software profiles quickly.
  • Troubleshooting errors caused by third party software.

    • 1996 - 1998 ****************
    Technical Support Representative

  • Provide technical support and research for clients.
  • Operate on multiple operating system platforms.
  • Assist clients with software installation and Internet support via telephone.
  • Trouble shoot OS problems.
  • Deal with high "priority" clientele involving stock portfolios.

    • 1995 - 1996 ****************
    MRDD Care Provider
    Created a healthy, nurturing environment for mentally retarded, developmentally disabled indivduals. This included employment, teaching self-sufficiency for everyday living and developing educational methods for socialization

    Skills

  • Technical knowledge of Microsoft Windows 3.1, 95, 98, ME, NT and 2000 environments.
  • Macintosh Operating System platform expertise from OS 7.1 to 9.0.
  • Networking and telecommunication intuitive for the afore mentioned platforms.
  • Microsoft Office 95/98, including Word and Excel.
  • Installation and setup of Clarify, Watcher, CCMail , Remedy and Scopus client software.
  • HTML and javascript design proficiency.

    • Hardware configuration experience.

    Flexible in many positions with varying degrees of authority. Ability to operate within a varied work schedule.

    Goals
    I am interested in achieving several different network and operating system certifications and strengthening my UNIX and programming skills. I would eventually enjoy software development and/or network administration. Interets My recreational activities include creating music, poetry, the study of reptiles and Internet web design.

    9

     Qualifications

    Engineer with strong understanding of information technology and telecommunications. Ability to formulate results-oriented solutions to meet customer requirements. Proven business developer. Excellent communication skills.

    Experience

    1998 to Present *******************
    Product Support Engineer

  • Provide pre-sales, post-sales and tier-II support for the Open-i product and Network Management software (NMS). Develop partnership with customers to develop alarm management solutions and to ensure a seamless integration into customer environments.
  • Design and implement alarm management plan for IMCI Technologies to monitor facility and security devices within the building. Once completed, will rovide the added benefit of a live demonstration of Open-i functionality for potential customers.
  • Managed deployment of over 200 Open-i units for Winstar. Tasks included developing, documenting and scheduling installation process, troubleshooting issues and certifying units from the Network Operational Center. Initial deployment completed, provide technical support as customer continues growth deployment.
  • The Open-i NMS is fully integrated with Hewlett Packard's OpenView Network Node Manager (NNM). To provide comprehensive customer support, obtained HP OpenView NNM v6.1 Certification.

    • 1996 to 1998 *******************
    Account Manager, Mid-Atlantic Region

  • Designed remote testing solution for growing network providers to troubleshoot, segment and direct dispatches. Ensured successful system implementation by managing installation, hardware and software resources, turnup and training. System is operational allowing the Network Operational Centers the ability to provided 24/7 coverage of entire network.
  • Worked closely with customers to overcome "fear of change" syndrome during conversion from legacy system to Hekimian's remote testing application/hardware. System now operational throughout Bell Atlantic as primary testing platform with over 1500 users.
  • Developed working relationship with planners and central office engineers to determine customer requirements for growth and new deployment. Implemented procedures to provide remote testing equipment proactively versus after a crisis.
  • Successfully acquired Bell Atlantic Mobile and Omnipoint as new Hekimian customers as well as maintaining Bell Atlantic account. Achieved 247% of quota in 1997 (106% in 1996).

    • 1995 to 1996 *******************
    Systems Engineer

  • Trained over 500 users to ensure successful deployment of software application. Regularly visited customer base to provide support and to itroduce new options and features of the product.
  • Provided technical support to Federal Sales representative to increase revenue and identify growth opportunities in new business and from existing customer base.

    • 1992 to 1995 *******************
    Programmer Analyst

  • Teamed with marketing department to design customer database to track grocery and video transactions through the use of the Giant Eagle Advantage Card. Developed application using Informix 4GL to provide marketing with reports and the ability to search database for customer trending and buying habits. The Giant Eagle Advantage Card is deployed in all stores and is successfully being used to encourage customer loyalty.
  • Designed, developed and implemented procedure required to convert the pharmacy systems from terrestrial to satellite communications. All stores now transfer data over their satellite network, improving transaction processing time.

    • 1989 to 1992 *******************
    lectrical Engineer

  • Designed components and supported production for Mine Hunting System on MHC-51 USN survey ships and Egyptian Navy survey ships. System was successfully deployed allowing accurate surveys of hostile waters.
  • Supported proposal efforts in the area of equipment engineering. Performed system demonstrations for potential customers that required thorough technical understanding of navigational equipment and software.

    • Education

    Bachelor of Science, Electrical Engineering - Virginia Polytechnic Institute and State University, 1989

    References Provided Upon Request

    10

     OBJECTIVE:

    Seeking a long-term, Help Desk - Technical Support or Inside Sales position utilizing my computer skills, flexible communication skills, and proven support experience for mutual benefit.

    SKILLS:

  • A+ Certification
  • Advanced Level Technical Support, Customer Service and Inside Sales
  • Pre- and Post Sales Tech Support to OEM Customers and End Users
  • Support of Applications, E-Mail, Hardware, PCs, Laptops & Peripherals
  • Use of Win3.x, Win95/98, WinNT 3.51/4.0, and Novell Netware 4.1
  • Programming of Access Database and Writing of FAQ Documentation
  • Internal Support of E-Mail, Internet and Intranet Accounts & Passwords
  • Knowledge of Hard Drives, SCSI, Peripherals, Installations and Setups
  • Identify, Isolate and Troubleshoot all Major aspects of
  • Hardware, Software, Installations and Configurations
  • Heavy Call Tracking
  • Experience with RMA Order Process Facilitation
  • Instrumental in Flow of Inside Sales, Returns, Status and Repairs
  • Extensive use of Anti-Virus S/W for Prevention, Eradication & Removal
  • Knowledgeable of 'Support Magic'/SQL Database, Knowledge Base and Knowledge Tree
  • Use of MS Access; Help Desk Expert; Remedy and Clarify, Relational Databases
  • Detailed use of 'DCTHST'/NOVELL-Based, Btrieve Tracking System
  • Detailed use of 'CATS'/UNIX-Based Software for Call Tracking and Field Dispatching utilizing UNIX Commands
  • Use of Lotus Notes, cc:Mail & Mobile, Office 95/97/2000, MS Word, Outlook/Express
  • Meeting Maker, Netscape, Internet Explorer, FTP, Oracle, and Corporate Intranets
  • Professional, Customer-Oriented approach to resolution of desktop and network-related issues, in a NOS Server/Network Environment

    • EDUCATION:

    I WAVE Technologies, International 1996 - 1997
    II. A+ Certification Some MCSE Self-Study)
    III. DeAnza Community College 1992 - 1994
    IV. Paralegal and Computer Studies Small Business Institute (SBI) 1994 - 1995

    EXPERIENCE:

    I.
    4/19/00 - Present Independent Dealer/Distributor of Indoor Environment Products.

    II. *******************
    3/6/00 - 4/19/00 (Temporary)
    IT Help Desk Administrator
    Trained for the internal Help Desk aspect of the, "iPlanet/Alliance" project. Light UNIX utilizing Solaris 8 and basic UNIX commands.

    ******************
    10/4/99 - 1/26/00 (Contract)
    IT Help Desk Administrator
    IT Help Desk Administrator for the South Bay. (Cupertino & Santa Clara Sites). Database Administrator for the 'Help Desk Expert', an HTML, web-based Call Tracking System utilized by USWeb/CKS employees for ticket entry and tracking. Responsible for ticket assgnment and delegation, as well as the population of, and granting of access to, User and Staff Accounts. First point of contact, with Rights and Permissions, for response by phone and e-mail for the troubleshooting and resolution of IT and network related issues.

    ******************
    7/15/99 - 7/26/99 (Temporary)
    Consultant, Desktop & Network Support
    Responsible for providing Desktop/Network Support for 25 users. Four different servers, and associated operating systems-topologies utilized: UNIX (Star - 10baseT/100baseT), Novell (Bus - RG-58), Windows NT (Star - 100baseT), and AS400 (Star - 100baseT). Supported all Desktop and Network connectivity issues such as logins, printers, application installations, and related support. Data transfer (FTP) and Procomm software communications, as required.

    ******************
    10/98 - 7/15/99
    Gift Distributor and Catalog Gift Sales.

    ******************
    3/98 - 10/98 (Contract)
    Consultant, Customr Support & Logistics Coordinator
    Technical Support and Logistics Coordination for the, "AuraLine Complete Multimedia Creation Kit". This, being a 'Multimedia Authoring Tool,' allowing end users to create their own Multimedia Presentations to be inserted into existing PowerPoint 97 files, or FTP to their website. Duties were to manage all aspects of Technical Support and Customer Service, including but not limited to: National & International Phone and E-Mail Product Information & Support, Inside Sales, Credit Card Transactions, Order Processing and Invoicing, Purchase Order Fulfillment, Sales Report Generation, Access and other Database Entry and Support, 'WebTrends' Analysis, FAQ Documentation, and all aspects of software product Shipping. Interfaced with QA/Engineering.

    ******************
    9/97 - 11/97 (Contract)
    IS&T Help Desk Analyst
    Single Point of Contact for internal Customer Support and assistance. Research, resolve, and respond to all questions and requests receivedvia telephone or e-mail (type 50 wpm) for the following Supported Services: Telecommunications, Facilities, Reprographics, Security, PC Services, and Network Services. Identify and troubleshoot PC and network-related problems, TCP/IP, Dial-up Networking, and Intranet. Supported applications were: cc:Mail, cc:Mail Mobile, AB5000, Microsoft Outlook, Lotus Notes, VirusScan, Office 95/97, Meeting Maker, and Netscape Navigator in a Windows 95/Novell Netware 4.1 environment. Use of Excel, and Access database. Entered all work requests into a call-tracking system. Received Letter of Recommendation from IS&T Lead/Supervisor.

    ******************
    7/96 - 9/97
    Help Desk & Team Leader (15 People)
    Provided both Pre- and Post Sales Technical Support, primarily via telephone, to OEM Customers and End Users. Detailed support for applications software, hardware, SCSI, Maxtor & Seagate hard drives, PC's and DIGITAL EQUIPMENT (DEC) Laptop computers and peripherals. Duties included: RMA issuance ad Order Processing, Status response, Call-backs, and resolving Second-Level (Level II) support issues. Also, managed Escalation Calls and detailed database entry of all Internal & External Users. Support also included: Downloading; Setting-up Passwords; Connecting to Ethernet LAN using TCP/IP Protocol; and help with CompuServe/Dial-up networking procedures. Resolved PC and network-related issues in a Win95/WinNT and Novell Netware environment. Issued Return Merchandise Authorizations through an Integrated Help Desk, Repair and Courier Dispatch Service. Proven Technical Support, Customer Service and Leadership Skills, in providing assistance and information to other Call Center employees in the resolution of second-level support issues. This included: Managing Escalations as well as Status Calls, RMA, and Call-Tracking database training and assistance. Use of Windows 95 client w/ WinNT 3.51 server. Detailed use of the "Support Magic" call-tracking database Additionally, conducted a videotaped -Anti-Virus training seminar for SEQUEL employees. Elected, ISO 9000 Team Leader.

    ******************
    2/96 - 7/96 (Contract)
    Help Desk Technician
    Help Desk Technical Support to End Users of several types of Anti-Virus software including: VirusScan for Win95; VirusScan for DOS; Webscan; and NetShield. Initial duties were to respond to calls in queue, however, later afforded additional responsibilities in resolving Escalation Calls, National/International Call-Backs, and Fax-Backs. Customer call-tracking records and information recorded via Microsoft Access. Consistently won high praise and "Kudos" Contest (3 months straight), for quality of Technical Support provided. Received Letter of Recommendation from Customer Service Director.

    ******************
    6/95 - 11/95 (Contract)
    Technical Support Representative
    High-Volume, Technical Phone Support for OEM Customers and End Users of the ACER-Line of Desktop and LaptopComputers. This, including all OEM-Supplied hardware, Operating Systems Recovery, OEM Applications Software, Setup Configurations, Upgrade Support and assistance with all, ACER-supplied peripherals. Detailed use of "CATS", a UNIX-based database software for Call-Tracking and Field-Service Dispatching.

    PERSONAL STATEMENT:

    Have excellent written, verbal and phone communication skills. Strong technical support skills, with the ability to learn and adapt quickly to new processes and procedures. A creative, self-motivated team player who works well in groups, projects, or independently.

    11

     Sr. Help Desk Analyst
    Highlights of Qualifications
  • Over 14 years of professional experience in the Telecommunications field with emphasis in the manufacturing, retail industry and client services industries Provided 24/7 on-call support, call center scheduling and afer hour support scheduling
  • Project leader for nationwide sales office relocation's for The Clorox Company Team leader for MCI Systemhouse client service account for CSAA Network Supported over 200 California State Automobile Associations District Offices (AAA)
  • Project leader for merchandise coordinator laptop upgrade project for Levi Strauss Company
  • Team leader of 4 Help Desk Technical Support Analysts & 3 contractors for Levi Strauss Company
  • Escalation point for multiple support groups in collaboration with other team leaders
  • Project member for Token-Ring cabling installations for Nationwide Redesign The Clorox Company
  • Documented and completed Benchmarking study for Levi Strauss & Co. Help Desk
    • Project lead for IE/EDI support issues for major account conversions for The Clorox Company

    Administrative Experience

  • Created and implemented network support training and development manual for Levi Strauss Company
  • Developed project plan to procure dta communications equipment during W.A.N. redesign
  • Coordinated nationwide trade show demonstrations and technical support of streaming video software product for Burst.com; Supported customer base 1st and 2nd level technical support
  • Conducted cost projection analysis, feasibility studies, ordering of equipment, digital and analog circuits in support of L.A.N and W.A.N. for The Clorox Company
  • Revised procedures for networking specification within The Clorox Co. and Levi Strauss & Co.
  • Reviewed daily, weekly, monthly statistics with team members; provided constructive comments on how to improve performance in specific disciplines (PC/L.A.N., Mainframe Apps., Network, etc.)
  • Worked w/ team members one-on-one, emphasizing empowerment, initiative, goals, direction, and motivation
  • Completed performance reviews and skills assessments for all team members on a quarterly basis
  • Typing 60 wpm, 10-key proficient
  • Worked on QRS billing & pricing system for re-marketing IBM Network Services, leased lines dial access and EDI Services

    • Technical Skills

  • Designed and installed L.A.N. for local/remote host access; used fiber, coax, and digital equipment; completed on site installation throughout the U.S. for The Clorox Company
  • Supported Novell Ethernet, Internet, Intranet, Token-Ring, ISDN, TCPIP, Cisco Routers, Synoptics Concentrators, and Windows NT environment
  • Skilled in diag./troubleshooting of PU lines, LU sessions, FEP links, digital/analog, point/ point and multi-point circuits for Mervyns, The Clorox Company, Levi Strauss Company and MCI System House
  • Experienced with network tools, Netview Release I-III, NPDA, NLDM, MOSS 3745, SMS
  • Support administration for The Clorox Co. Softswitch e-mail for local / remote
    • customers and X.400 clients
  • Supported MVS applications - DPS, VPS, VTAM/NCP Maintained daily, weekly,
    • monthly batch job flows using scheduling package UCC7/11 and DCMS (OVER)
  • Supported ATT 3610/3611 DSU/CU devices, Multiplexers, T-1 Triangle Network,
    • utilizing ATT 6800 Network Management System for Mervyns Central Services and The Clorox Company
  • Proficient in trouble tracking systems Remedy, Vantive, Netman, PAMS, PPMNS, Infoman
  • Provided extensive research support for EDI transaction document, retrieval, audit trail research and connectivity issues in support of network application software and translation document software
  • Provided technical support for IMS, EDI, and CICS applications
  • Daily support/use of Microsoft Office Suite applications, Windows NT, Excel, PowerPoint etc
  • Maintained daily, weekly ,monthly batch job flows using scheduling package UCC7/11 and DCMS
  • Technical support of ATT 3610/3611 DSU/CSU devices, multiplexsors, T-1 Triangle
  • Network using ATT 6800 Network Management System for The Clorox Company
  • Assist customer with problems associated with QRS Electronic Catalog, 832
  • EDI segments and EDI Translation software (Expedite DOS/Windows, STX, Preminos, Gentran etc.)
  • Provded technical support for IMS, EDI and CICS applications

    • Customer Service/Interpersonal Skills

  • Effectively responded to customer support calls within multiple disciplines (PC/LAN, Mainframe Applications, Network, Telecommunications, IE/EDI, UPC Electronic Catalog)
  • Reviewed call answer rate through ACD tracking system on a daily basis
  • Provided 1st, 2nd, 3rd level support for 300 Mervyn's stores in data, voice and MVS applications
  • Completed daily call answer rate % with call volume of approximately 25-50 support calls daily
  • Provided 2nd, 3rd level technical support for 100 domestic/international plants/sales offices within both The Clorox Co. and Levi Strauss & Co. and QRS/IBM Networks Coordinated / managed SLA service level meetings with IBM, AT&T, PacBell, Sprint, GE, etc.
  • Escalated priority support problems to management and appropriate support groups keeping customer community informed of system changes

    • Employment History

    Systems Administration ********************
    Sr. Technical Support Analyst ********************
    Technical Customer Support Representative, ********************
    Senior Technical Support Analyst Help Desk, ********************
    Network Systems Analyst, ********************
    Network Control Technician, ********************
    Processing Control Technician/Scheduler, ********************

    Education

    Certificate of Completion - MS Windows NT/Windows for Workgroups Microsoft Corporation, 1994, San Francisco , 1998 Napa, CA
    Certificate of Completion - NetWare Network Management, Novell Corporation, 1993, Oakland, CA
    Certificate of Completion - Soft-Switch e-mail Soft-Switch Corporation, 1992, Scottsdale, AZ
    Certificate of Completion - Hands-on T-I Training/ Datacom Networks, American Institute, 1991, San Jose, CA
    Certificate - Computer Operations Computer Learning Center, 1982, San Francisco, CA

    Achievements

    Received Bonuses in recognition for outstanding support and performance from Levi Strauss & Co. Certificates of Recognition for after hours response to major technical crisis (Levi Strauss & Co. and The Clorox Company)

    12

     Objective

    Obtain a position as a desktop technical support engineer.

    Skills

    Experienced computer support technician skilled at providing three years of technical suport with various Microsoft operating systems in a networking and end-user environment.
    Operating Systems Windows 2000 Professional, Windows ME, Windows 98, NT Workstation 4, NT Server 4, MS-DOS,
    HardwareIBM PC clone x86 systems, SCSI, USB, IE1394 Fire wire, Hubs, Routers, Switches, CAT 5 UTP, Ethernet, NIC, 10BaseT, LAN and WAN Topology
    Software Clarify, Remedy, Office 2000 Professional, MS Access, Excel, Front Page, Power Point, Word, Netscape Communicator, Internet Explorer, Outlook, Internet Information Server, Norton System Works, Norton Utilities, Ghost, WinZip, PC Anywhere,
    Networking Protocols DHCP, TCP/IP, HTTP, FTP, SMTP, POP3, POTS, DSL
    Programming Languages HTML, JavaScript

    Professional Work Experience

    July 1999-Present
    Certified Level 2 Computer Support Technician *********************

  • Phone, Email, and Onsite Technical Support using Clarify S.T.A.R. Solutions, Tracking, and Repair, System (Similar to Remedy)
  • Install PC desktop systems.
  • Hardware and Software Upgrades.
  • Create images of PC systems environment.
  • Provide end-user support and customer service.
  • Installation and configuration of network based applications.
  • Install/support network and stand-alone based printers.
  • Support Win 2000/NT/98/95 workstation environments.
  • Support mobile laptop, Palm OS, and Windows CE user environments.
  • Configure systems/software to follow corporate standards.
  • Support Microsoft Applications and end user support.
  • Computer Diagnostics, Testing, and Repair
  • Hardware and Software Installation
  • Routine Operating System Functionality Testing
  • Preventative Maintenance and Service Pack Upgrades

    • Technical Support Lab Assistant Intern 1997-1999
    *********************

  • Ethernet Cable and Network Interface Card Installation and signal testing.
  • Network data security and backup/restore management.
  • Provided technical support for 500+ clients
  • Diagnosed and repaired computer hardware and Software.
  • Monitored system performance. Manage network servers, workstations and print servers.
  • Assigned new users, groups, passwords, and permissions on the NT server
  • TCP/IP based and 10/100 Base-T network interfaces.
  • Raid Storage and DLT backup systems.

    • Education

    Completed General Education
    Transfer Student
    Current 3rd Year Undergraduate stuies at Foothill and San Jose State University Microsoft Certified System Engineer 2000 Certificate Program. Foothill College, Los Altos Hills, CA
    SJSU B.S. Management Information
    Systems: Degree Expected 2002

    13

     Employment Objective

    My primary objective is to obtain employment in the field of computer technology working directly as a network administrator maintaining the in-house network of a small to medium sized company. The ideal position would allow me to learn various new skills and enhance my current knowledge.

    Computer Skills
    Operating Systems

  • MS DOS MS Windows 95
  • MS Windows 98 MS Windows NT 4.0
    • Software and Protocols
  • HotMetal Pro TCP/IP
  • NetWare Client FrontPage 97 and 9
  • Lotus Notes cc:Mail
  • MS Office 95 and 97 MS Word
  • MS Excel MS PowerPoint
  • Internet Explorer Netscape
  • Outlook Express FTP
  • Norton Antivirus
    • Hardware
  • File Servers NICs
  • Mainboards Microprocessor
  • RAM BIOS Chips
  • Hard Drives Floppy Disks
  • CD-ROM Drives Power Supplies
  • Modems Laser Printers
  • Scanner Video Cards
  • SCSI Devices
    • Computer Troubleshooting and Internet Development
    Having trained extensively in a Help Desk environment, I possess a strong understanding of PC architecture. I am proficient with the assembly and repair of various computer systems and file servers. I have diagnosed and repaired many printer problems and have configured PC systems for in-house networks running Novell and Windows NT. Using a web site development tool, I have created the content and graphics for home pages, which I have hosted on the Internet.

    Work Experience

    *****************
    September 1999 - December 1999
    Senior Compter Technician
    Washington, DC

  • Worked for Orange Consulting on assignment at the Voice of America in Washington, DC.
  • Worked on a variety of projects dealing with the installation of hardware and software on a large number of NT based workstations.
  • Diagnosed and repaired problems with end-user NT workstations.
  • Installed hardware components for NT workstations and configured.
  • Repaired HP laser jet and color laser jet printers.
  • Installed new NT workstations and configured system for individual users.
  • Configured Lotus Notes for remote access on Dell laptops.
  • Entered end-user calls in TrackIt! help desk application.

    *****************
    March 1999 - April 1999
    Technical Contractor
    Germantown, MD

  • Worked for ************** on assignment for 6 weeks at the **************
  • Repaired and configured Okidata and HP Laser printers.
  • Offere user support for various hardware and software problems.
  • Supported 200 in-house users on a Novell Network and setup Desktop PCs for Network connectivity.
  • Configured desktop PCs with Imaging software.

    *****************
    December 1998 - January 1999
    Technical Contractor
    Bethesda, MD
    Worked for ************ on assignment for 6 weeks at ************.

  • Installed and configured software applications on Dell PCs and Laptops.
  • Configured machines for in-house Novell Network.
  • Helped the end-user with various software and hardware problems and gave brief tutorials on the use of their new Dell desktop PCs.

    • *****************
    September 1997 - November 1998
    Help Desk Technician, Tier 2
    McLean, VA

  • Contracted at LCC, International, via Tech Aid, for 5 months and was hired on permanently there-after.
  • Worked with the Help Desk and the Systems Administration group in the MIS department.
  • Provided phone support periodically and assisted in-house and international employees and clients.
  • Learned the basics of Novell Networks, NT Networks, and Lotus Notes administration and troubleshooting.
  • Worked with the end user to resolve various computer difficulties, the majority of which dealt with Lotus Notes 4.6.
  • Certified and migrated in-house users from cc:Mail to Lotus Notes.
  • Resolved a wide range of difficulties dealing with hardware and software on PC systems, laptops, Printers and file servers.
  • Set up in-house training centers. Connected systems to hub and configured for Novell Network.

    • *****************
    1997 - 1998
    Technical Contractor
    Vienna, VA

  • Worked many short and long term technical assignments with Tech Aid and received a broad knowledge of many aspects of computer hardware and software.
  • Learned the basics of computer assembly, repair and troublesooting.
  • Worked with the installation of hardware such as main boards, hard drives, SCSI devices and ISA and PCI expansion cards.
  • Installed and configured many types of computer peripherals such as printers, modems and various other internal and external components.

    • *****************
    1997 - Present
    Self Employed

  • Designed and created Internet pages, registered domain names and hosted web sites on the Internet.
  • Trained other individuals on the use of HTML and HTML code generating programs.
  • Created and implemented graphics for Internet sites.

    • Education

    Montgomery College Germantown Campus Attended a number of high technology courses over a two-year period. Currently working toward A+ and MCSC certifications.

    Other Skills

    Experience with ASL (American Sign Language). I attended ASL courses for a number of years in High Schol and have used the language periodically since that time.



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